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            Configure Swarming Flows

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            Configure Swarming Flows

            After setup, preconfigured swarming flow templates help support reps quickly start swarms, add members, and close swarms from a record in Salesforce.

            Required Editions

            View supported editions.

            Available flows include:

            • Begin Swarming
            • Add Members to Swarm
            • Finish Swarming
            • Reopen Swarm
            • Close Swarm with Related Case (Autolaunched)
            • Close Swarm with Related Incident (Autolaunched)
            • Support Rep Work Trigger (Autolaunched)

            You can enable these flows in the UI via Actions and Recommendations, Dynamic Actions, or with Quick Actions. You can choose to use one or all of these tools to launch flows.

            Action Type Actions & Recommendations Quick Actions Dynamic Actions
            Benefits
            • Component may already be set up on the record page and familiar to users
            • Flows run in a nested subtab on the record
            • Completed flows are shown with a checkmark
            • Ideal if you want to keep all swarming interactions, such as Swarming list views and flows, in one tab
            • Users stay on the record page and keep the record’s context
            • Flows run in the Feed tab instead of a new tab or window
            • Show the flow to users only when certain rules are met
            • Flows run in the Feed tab instead of a new tab or window

            To get started with autolaunched flows, clone and activate them. Autolaunched flows aren’t shown to users and execute after a record is saved and meets the flow criteria.

            You also can build swarming flows from scratch and use invocable actions to interact with Slack from the flows you create. Or, copy one of the preconfigured templates and adjust them to align with your business needs.

            Tip
            Tip New features added to out-of-the box flows don’t show up in copied flows and must be manually added to admin-created versions.
            • Swarm with Actions & Recommendations
              The Actions & Recommendations component gives your users easy access to any flows that are enabled for their Console. Flows from this component launch in a nested subtab for the record. You can switch between records to view information to use in other tabs.
            • Swarm with Quick Actions
              Swarming with quick actions runs the flow in the publisher under the Feed component instead of in a tab or window. When support reps use a quick action to run a flow, they can view exterior Lightning page components while running a flow so that they can see and access more information about a record.
            • Swarm with Dynamic Actions
              Use dynamic actions to show swarming flows with rules that streamline your support reps’ experience and help prevent errors. Add rules so that only the appropriate tasks appear in the Edit dropdown based on record criteria. For example, set a rule so that Finish Swarming appears only when a case’s status is set to Closed.
             
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